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We have to help the help desk

Internetnews.com reports on a study completed by Forrester noting "most IT users are not satisfied with their company's IT support, and users are "less than satisfied with their relationships with their IT departments."

The big dissatisfiers were the inability to resolve issues on first attempt and the quality of the communication from IT about technology updates and organizational changes. Moreover, users complained about the difficulty of finding information on their corporate intranets.

What can we do here to help? Are we not giving help desks the information you need to resolve issues? Can we give you better communication to give to your end users? Let me know.